Help Desk Technician Tier 1

Our client is seeking an IT Support Specialist I to join a collaborative, fast-moving technology team. This position serves as the primary point of contact for employees needing day-to-day technical assistance and is responsible for delivering timely, professional Tier 1 support. The IT Support Specialist will troubleshoot common hardware, software, account, connectivity, and access issues while also handling routine endpoint and systems administration tasks.

The ideal candidate is customer-focused, technically curious, and comfortable taking ownership of issues from initial request through resolution or escalation. By managing frontline support and standard operational responsibilities, this role allows the broader engineering team to concentrate on complex escalations, infrastructure initiatives, security, architecture, and long-term technology improvements. This is a fully onsite position at our client's Jacksonville office, Monday through Friday, 9:00 AM-6:00 PM.

Pay $24.00 - $29.00 per hour

• Provide first-level technical support through the service desk, phone, email, chat, and in-person requests.
• Receive, assess, prioritize, and resolve Tier 1 incidents and service requests while keeping users informed throughout the process.
• Diagnose and resolve common issues involving Windows 10/11, Microsoft 365, business applications, printers, peripherals, and mobile devices.
• Handle routine user and access administration within Active Directory and Microsoft Entra , including password resets, account unlocks, group membership updates, and access requests.
• Assist with employee onboarding and offboarding, including workstation preparation, equipment deployment, account setup, and provisioning.
• Perform day-to-day endpoint management activities through Microsoft Intune, including device enrollment, application deployment support, compliance monitoring, and basic remediation.
• Troubleshoot basic connectivity and network-related issues involving wired and wireless networks, VPN, DNS, DHCP, and guest network access.
• Support approved security and access technologies, including multi-factor authentication, endpoint protection, and Portnox network access processes.
• Install, configure, patch, and maintain company-approved workstations, applications, and peripheral equipment.
• Escalate issues requiring advanced troubleshooting, elevated permissions, vendor involvement, security review, or infrastructure changes to the appropriate System Engineer.
• Provide thorough escalation documentation, including troubleshooting performed, error messages, business impact, and recommended next steps.
• Maintain accurate IT asset and inventory records while assisting with equipment loans, replacements, and hardware lifecycle activities.
• Develop and maintain knowledge base articles, user documentation, standard operating procedures, and troubleshooting guides.
• Recognize recurring technical issues and identify opportunities to improve self-service resources, documentation, automation, and support processes.
• Deliver a professional and service-oriented experience while adhering to IT, security, and data protection policies.

• Associate degree in Information Technology, Computer Science, or a related field; equivalent professional experience will also be considered.
• 1+ years of experience in help desk, desktop support, technical support, or junior systems administration.
• Practical knowledge of Windows 10/11, Microsoft 365, business applications, and standard computer hardware and peripherals.
• Exposure to Active Directory, Microsoft Entra , Microsoft Intune, or comparable identity and endpoint management technologies.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general connectivity troubleshooting.
• Ability to follow established procedures, safeguard confidential information, and appropriately identify situations requiring escalation.
• Strong communication, customer service, organization, documentation, and problem-solving abilities.
• Ability to manage multiple tickets and competing priorities while maintaining clear communication and following issues through completion.
• Comfortable working independently on routine technical tasks while collaborating with System Engineers, Security, Infrastructure, and other business teams.

Nice to Have CompTIA A+, Network+, Security+, Microsoft 365, Azure Fundamentals, or comparable certification. Experience working with an IT service management or ticketing platform and…